East Coast Regional Operations Manager

About Puppy Sphere:

Welcome to Puppy Sphere, a startup revolutionizing the wellness industry with our puppy therapy experiences in North America! We’re on a mission to spread the gentle power of puppy therapy across North America. Through inclusive wellness experiences, we create moments so memorable they inspire our community to weave well-being into their daily lives. As North America's favourite new wellness experience for dog lovers, we've hosted over 250,000 customers and have partnered with industry leaders like the NBA, TikTok, and Google.

Job Description:

This is a full-time, remote role located on the East Coast of the United States for the position of Regional Operations Manager at Puppy Sphere. We're looking for a dynamic, experienced leader with a proven track record in multi-location operations management to oversee our East Coast markets. The Regional Operations Manager will be responsible for; leading and developing City Operations Managers and their teams, driving operational excellence, ensuring consistent event delivery, and supporting East Coast market launches; smoothly integrating them into ongoing regional operations. This is an exciting opportunity for someone who thrives in a fast-paced, high-growth environment, loves creating exceptional guest experiences and is passionate about building strong, high-performing teams.

This is a full-time, remote role located on the East Coast of the United States. Some travel and weekend work is required in this role.

Job Requirements:

Leadership

• Lead, mentor, and support City Operations Managers across all East Coast markets, ensuring operational excellence and alignment with company goals.
• Conduct weekly group and one-on-one meetings with all East Coast City Operations Managers to track performance, review projects, and ensure goals align with the company’s growth plan.
• Lead onboarding, training, and development for new East Coast City Operations Managers, equipping them with the skills, knowledge, and resources to successfully run their city’s operations, teams, and events.
• Establish and oversee training programs for East Coast City Operations Managers, event facilitators, and supervisors, ensuring consistent, high-quality event delivery and empowering staff to run their locations independently.
• Support East Coast City Operations Managers in hiring, training, and developing studio teams.
• Work closely with the Senior Operations Manager and West Coast Regional Operations Manager to ensure consistency in processes, performance standards, and culture across all markets.
• Act as the primary liaison between East Coast City Operations Managers and the Senior Operations Manager, ensuring smooth communication and information flow.
• Foster a positive and high-performing culture, encouraging accountability, problem-solving, and team engagement.
• Identify and develop high-potential talent within the region, creating succession plans to support long-term growth.
• Lead through change, ensuring teams adapt quickly to evolving priorities, market conditions, and new initiatives.

Operational Performance

• Oversee the successful delivery of Puppy Sphere experiences across our East Coast region, ensuring events are on-brand, safe, and consistently high-quality.
• Monitor, analyse, and optimise operational performance using data and feedback to drive continuous improvement, ensuring studios meet or exceed KPIs
• Ensure consistent application of company policies, procedures, and brand standards in every market.
• Maintain adherence and compliance with applicable local, county, and state laws and regulations to each studio city location within the region
• Develop, implement, and maintain standardised processes, toolkits, and checklists to ensure uniform event execution and service delivery.
• Collaborate with the Animal Welfare Partnerships Manager to ensure consistent rollout and adherence to animal health and welfare compliance standards.
• Conduct in-person quality audits of studios and events, implementing strategies to enhance consistency, efficiency, and guest experience.
• Lead biannual performance audits and compliance reviews, providing clear feedback and actionable follow-up plans.
• Work as part of one unified operations team with the Senior Operations Manager and West Coast Regional Operations Manager to identify operational gaps, develop targeted improvement strategies, and partner with city teams to deliver effective action plans.
• Maintain operational readiness for risk management, incident reporting, and insurance compliance.
• Act as a problem-solver for escalated operational issues, providing guidance and swift resolution.
• Identify resource gaps across cities, communicate them to senior leadership, and implement solutions to ensure operational continuity and efficiency.
• Assume direct operational oversight or interim management during City Operations Manager transitions, ensuring seamless operations and minimal disruption.
• Work with the Product Manager to seamlessly integrate new experiences into East Coast operations, from staff training and resource planning to consistent, high-quality guest delivery.
• Travel to East Coast Puppy Sphere locations to connect with teams, assess operations, and ensure standardized practices are implemented consistently. Travel frequency and destinations will be based on business needs and agreed upon with the Senior Leadership Team.

Expansion

• Partner with the Expansion Team to support local market launches, including operational setup, training, and integration into regional oversight.
• Coordinate with East Coast City Operations Managers to allocate resources, recruit and onboard launch staff, and establish operational workflows.
• Provide hands-on support during local market pre-launch, launch, and early post-launch phases to ensure smooth ramp-up and alignment with company standards.
• Share best practices and lessons learned from previous launches to continuously improve the company’s expansion playbook.
• Collaborate with HR, Marketing, Sales, Finance and other departments to align operational goals with wider company initiatives, fostering a unified culture and consistent experience across all markets.

Required Qualifications:

• 5+ years’ experience in multi-location operations management, preferably in the events, hospitality, fitness/wellness, or experiential retail industries.
• Proven track record of leading and developing high-performing managers and teams across multiple locations.
• Strong operational planning, problem-solving, and decision-making skills in a fast-paced, high-growth environment.
• Demonstrated success in implementing standardised processes and driving consistency across markets.
• Experience with P&L management, budget management, resource allocation, and performance tracking using KPIs.
• Excellent interpersonal and communication skills, with the ability to build trust and influence across all levels of the organisation.
• Skilled in change management and comfortable leading teams through evolving priorities.
• Competent in using digital tools for project management, performance tracking, and communication (e.g., Google Workspace, Slack, Asana, or similar).
• Willingness to travel regularly across the East Coast, including occasional weekends, based on business needs.
• Physical capability to lift 50+ pounds.

Key Attributes:

• Highly organised and detail-oriented, with a proactive approach to identifying and solving operational challenges.
• Adaptable and resilient, thriving in a fast-scaling, entrepreneurial environment.
• Collaborative and skilled at managing stakeholders across multiple departments and regions.
• Passion for animal welfare and comfort working in environments with dogs present.
• Entrepreneurial mindset with passion for creating innovative customer experiences.
• Committed to developing teams and fostering a positive, high-performance culture.

Perks:

Join a fast-growing startup with upward mobility.
Remote work flexibility around the world.

• ️ Flexible working hours, we trust you to manage your own time.

✈️ Travel opportunities.

• ️ Health Insurance eligibility after 90-day probation period.

️ Annual Team Retreat.
Unlimited complimentary puppy yoga classes for you, family and friends.
️ Attend networking and unique invite-only events in your city and beyond.
✨ Opportunity to work with celebrity clients and industry giants (recent clients : NBA, TikTok, Google).

We’re so grateful for your interest in joining the team here at Puppy Sphere! Due to the high number of applications we receive, we may not be able to personally reach out to everyone, but please know we truly appreciate the time and effort you’ve taken to apply ❤️

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